Service & warranty
We stay after it ships.
A laser machine is a long relationship. Here is what you get from us after delivery, in writing.
- Warranty
- 2 yearsWhole-machine warranty from delivery. Faulty parts are replaced free of charge during the warranty period.
- After warranty
- LifetimeTechnical support for the working life of the machine, from the engineers who built it.
- Training
- FreeOperator training at our Wuhan factory, or remotely by video call. Every machine ships with an English manual and video instructions.
- Remote help
- Video callMost questions are solved by a call with an engineer who can see the machine: settings, alignment, software.
FAQ
Service questions
What does the warranty not cover?
Consumables and wear parts such as protective lenses, nozzles, copper tips, ink and print heads, and CO2 glass tubes beyond their stated warranty, as well as damage from misuse, incorrect power supply or missing water in water-cooled machines. Your quote lists the exact terms for your machine.
How do I get a replacement part?
Email us the machine serial number, a photo or video of the problem and your address. We confirm the fault with you and send the replacement part.
Do you install the machine on site?
Most machines arrive ready to run, and we guide installation by video call. For larger machines, ask about on-site installation when you order.
Can I get the settings for my job?
Yes. If we tested your sample before shipping, the settings we used are saved on the machine and sent to you. Our engineers also help you tune settings for new jobs.